We are looking for a Customer Success Analyst (CSA) to join our global Customer Success team! As a Customer Success Analyst, you will partner with Customer Success management to assist with programs supporting customer retention. In this role you will focus on collection and analysis of data, coordinating cross-functional calls to define remedial strategies and actions, summarizing and communicating updates, and delivering value to support retention goals and maintain customer satisfaction.
If this sounds like an opportunity you are interested in, then we would love to talk to you!
About You – experience, education, skills, and accomplishments.
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Bachelor’s degree or equivalent relevant experience.
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Up to 2 years of experience in an administrative or business analyst position.
It would be great if you also had . . .
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A background in academic libraries, government, or higher education is beneficial.
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Experience with MS 365 (Excel, Word, and PowerPoint).
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Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.)
What will you be doing in this role?
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Coordinate risk tracking and actions of internal teams related to customer retention, and follow up on actions with risk owners on status updates
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Communicate effectively with cross-functional teams via follow-up emails, meeting summaries, etc.
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Contribute to tracking and monitoring of remedial efforts by facilitating regular risk mitigation meetings to foster collaboration
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Support communication associated with risk register entries, evolving risks, and ongoing progress
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Prepare reports on retention risks and mitigation efforts
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Other duties as assigned.
About the Team
Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the globe who are passionate about helping higher education institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward.
Hours of Work
This is a full-time, permanent position based in Belgrade, Serbia and will require hybrid working in our Belgrade office (2 days per week in office, rest of week remote).
This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
#LI-Hybrid, #LI-Onsite
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
Top Skills
What We Do
Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.
